Get the latest insights delivered straight to your inbox.

Subscribe to our insights

Customer Experience

New tech changing the face of customer feedback

We now have the ability to access endless amounts of information in an instant whether at home, work or on the go. We have become spoiled and impatient when we are ...

How to discover and bring to life your Customer Value Proposition

It's a customer's world. Few people would argue that for organisations to survive, they must understand and meet the needs of their customers.

ESC position paper on water pricing

After 12 years without much change the ESC today announced a major shift in the way it will appraise water plans. In a major speech to industry stakeholders to mark ...

New eyes – new insights

Deliberative forums seek the views of a diverse mix of everyday citizens.

Be intentional about the culture you desire

Organisations can let their cultures emerge and drift or they can be very intentional and deliberate about how they form and shape them. In a low growth economy it's ...

What comes first: employees, customers or profit?

Fortunately most experienced executives know that profit is a by-product of getting lots of other things right.

New research: Gender-biased hiring decisions

While many organisations are taking positive steps towards increasing gender diversity, there is a clear need to ensure that diversity initiatives are targeted and ...

One portal – five customer satisfaction measures

Collecting immediate customer interaction data is a major challenge for large service-based organisations such as councils, utilities and health funds. Many of our ...

Having the heart to make it

Client profile: Mr Alok Mishra, Vice President Asia Pacific - Strategic Business Systems, Johnson & Johnson Medical, Asia Pacific

Not just a customer survey

A  customer survey is a great opportunity to get closer to your customers. Not only do you get feedback, it's an excuse to get in touch with them on more than one ...

City of Kingston – the top performing council

City of Kingston has embarked on a journey of continuous improvement to become Insync Surveys' number one performing council in Australia. What does Kingston do ...

Why customers shouldn’t be number one

It's a common saying among organisations that the customer is always number one. Others emphasise the point by saying that the customer should be number one, two and ...